Delivering Superior Customer Value

MKT 5017 - Delivering Superior Customer Value

Articles on Relationship Marketing and Customer Retention (rev. 1/12)

1. Ahuja, V. and Meduri, Y. (2010) Corporate blogs as e-CRM tools - building consumer engagement through content management, Journal of Database Marketing & Customer Strategy Management, 17, 91-205.

http://www.palgrave-journals.com/dbm/journal/v17/n2/pdf/dbm20108a.pdf

2. Duboff, R and Wilkerson, S. (2010) Social media - marketers are seeking to answer "the greatest question", Marketing Management, Winter, 32-37. http://www.marketingpower.com/ResourceLibrary/Publications/MarketingManagement/2010/4/Social%20Media.pdf

3. Eriksson, K. and Soderberg, I-L. (2010) Customers' ways of making sense of a financial service relationship through intersubjective mirroring of others, Journal of Financial Services Marketing, 15, 99-111.

http://www.palgrave-journals.com/fsm/journal/v15/n2/pdf/fsm20108a.pdf

4. Fuchs, C. and Schreier, M. (2011) Customer empowerment in new product development, Journal of Product Innovation Management, 28, 17-32.

http://onlinelibrary.wiley.com/doi/10.1111/j.1540-5885.2010.00778.x/pdf

5. Hillebrand, B., et al. (2011) Exploring CRM effectiveness: an institutional theory perspective, Journal of the Academy of Marketing Science, 39, 4, 592-608. http://www.springerlink.com/content/043m333640l4t023/fulltext.pdf

6. Hoffman, D.L. and Fodor, M. (2010) Can you measure the ROI of your social media marketing?, Sloan Management Review, 52, 1, 41-49. http://sloanreview.mit.edu/files/saleable-pdfs/52105.pdf

7. Olaru, D., Purchase, S. and Peterson, N. (2008) From customer value to repurchase intentions and recommendations, Journal of Business & Industrial Marketing, 23, 8, 554-565. http://www.huizenga.nova.edu/5017/ReadingList/oluroetal-2008-cvreprurchase.pdf

8. Payne, A.F., Storbacka, K. and Frow (2008), Managing the co-creating of value, Journal of the Academy of Marketing Science, 36, 83-96. http://www.huizenga.nova.edu/5017/ReadingList/Payneetal-2008-cocreatingvalue.pdf

9. Petersen, J.A., McAlister, L., Reibstein, D.J., Winer, R.S., Kumar, V. and Atkinson, G. (2009) Choosing the right metrics to maximize profitability and shareholder value, Journal of Retailing, 85, 1, 95-111. http://www.huizenga.nova.edu/5017/ReadingList/Petersonetal2009-metrics.pdf

10. Rust, R.T., Moorman, C., and Bhalla. G. (2010) Rethinking marketing, Harvard Business Review, 88 January-February, 94-101. http://www.iaadiplom.dk/Billeder/MasterClass06/01.Rethinkingmarketing-RolandT.Rust,ChristineMoorman,GauravBhalla.pdf

11. Trasorras, R., Weinstein, A., and Abratt, R. (2009)